RingCentral Contact Center

We'd like the ability to reply to an email but then also forward an email. Within MAX, once you respond or forward the email disappears and you can't take a second action. Our use case for wanting this is so that we could respond to our customers ...

Right now, evaluations that are submitted can only be deleted if they are completed or auto acknowledged. It would be great to be able to delete evaluations regardless of the status (e.g., when they're sent to an agent but before the agent acknowl...

Just having the ability to copy holidays from one hours of operations profile to multiple others would save a ton of time. I see similar requests to this but not specifically hours of operations in Contact Center.

I need to measure login time, logged out, lunch time, and breaks of the agents

Allows evaluators to be more efficient when needing to make an update.

The "old" dashboard under reporting has a feature where time limits could be put in specific not ready activities. This is not available in the current dashboard and is definitely missed

For text messaging on ring central. allowing all users of ring central to receive text messages simultaneously from the main number. This will allow all users to see text thread and reply to customers when other users are not available or have end...

Would like to assess calls using the forms generated within QM while doing observations while Live Monitoring A call

In MAX, when we requeue an email it puts the email to the end of the line. During our busiest season it's not uncommon for us to be 4+ days behind on responding to emails. When someone requeues an email, it could cause serious delays in the custom...

When a user submits an evaluation, only the person who was evaluated receives a notification, and it’s via the system, but not via email. I’d like to request that the system email the user an email notification that a new evaluation is ready to re...